Director of Technology Services Job at Insight Global, Overland Park, KS

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  • Insight Global
  • Overland Park, KS

Job Description

A client of Insight Global is seeking a Director of Technology Support Services to join their team in the Overland Park, KS area. This is a full-time, permanent position with a hybrid schedule.

The Director of Technology Support Services oversees daily support operations, manages a team, handles escalations, maintains service levels, and improves processes for better efficiency. Strong leadership, technical expertise, and problem-solving skills are essential.

Key Responsibilities:

  • Lead and supervise the Service Desk team.
  • Manage incident and request handling.
  • Monitor and ensure compliance with service levels.
  • Handle escalations and coordinate problem resolution.
  • Maintain user support and satisfaction.
  • Oversee knowledge management.
  • Manage vendor relationships and tool administration.
  • Analyze performance metrics and generate reports.
  • Plan and manage schedules, projects, and resource allocation.
  • Collaborate with other departments to resolve technical issues.
  • Facilitate technical onboarding and offboarding.
  • Conduct one-on-one meetings and annual reviews.
  • Identify and implement workflow improvements.
  • Provide direct technical support.
  • Deliver high-quality customer support through various channels.
  • Ensure proactive issue resolution.

Qualifications

  • A minimum of 4 – 6 years of experience working in a managerial or director role overseeing a technology service team
  • Leadership experience, including team supervision and performance management.
  • Network, PC, Mac, Cloud troubleshooting background
  • Experience in Service Desk operations, incident management, and technical support.
  • Strong knowledge of software, hardware, and system integrations.
  • Ability to manage and prioritize multiple support channels and requests.
  • Experience in process improvement and workflow optimization.
  • Excellent writing and communication skills for interacting with users, technical teams, and vendors.
  • Ability to leverage available resources to identify and resolve issues.
  • Flexibility to travel on an as-needed basis (a few times a year)

Job Tags

Permanent employment, Full time,

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